Refund Policy

Last updated: July 7, 2025

1. Overview

At TurnUp, we strive to provide exceptional event hosting services. This refund policy outlines the terms and conditions for refunds, cancellations, and rescheduling of our services.

2. Cancellation Policy

Cancellation Timeline:

  • More than 30 days before event: Full refund minus 10% processing fee
  • 15-30 days before event: 75% refund
  • 7-14 days before event: 50% refund
  • Less than 7 days before event: No refund

Note: All cancellation requests must be submitted in writing via email to [email protected] or through our contact form.

3. Refund Process

3.1 Refund Timeline

  • Refunds will be processed within 5-10 business days
  • Processing fees are non-refundable
  • Refunds will be issued to the original payment method
  • Bank processing times may vary (3-5 additional business days)

3.2 Required Information

To process your refund, we require:

  • Booking confirmation number
  • Event date and details
  • Reason for cancellation
  • Original payment information

4. Rescheduling Policy

We understand that circumstances may require rescheduling your event:

  • More than 30 days notice: Free rescheduling (subject to availability)
  • 15-30 days notice: 25% rescheduling fee
  • 7-14 days notice: 50% rescheduling fee
  • Less than 7 days notice: 75% rescheduling fee

Note: Rescheduling is subject to venue and service availability.

5. Non-Refundable Items

The following items are non-refundable:

  • Processing fees (10% of total booking amount)
  • Custom decorations or personalized items
  • Third-party vendor deposits
  • Travel and accommodation costs for staff
  • Specialty equipment rentals
  • Food and beverage costs for events within 48 hours

6. Force Majeure Events

In the event of circumstances beyond our control, including but not limited to:

  • Natural disasters
  • Government-mandated closures
  • Venue closures or restrictions
  • Public health emergencies
  • Acts of terrorism or civil unrest

We will work with you to:

  • Reschedule your event at no additional cost
  • Provide a full refund if rescheduling is not possible
  • Offer alternative solutions or venues

7. Service Quality Issues

If you experience issues with our service quality:

  • Report the issue immediately to our event coordinator
  • Document the problem with photos or videos when possible
  • Submit a written complaint within 48 hours of the event
  • We will investigate and provide appropriate compensation

Compensation may include:

  • Partial or full refund
  • Credit for future events
  • Additional services at no cost

8. Dispute Resolution

If you disagree with a refund decision:

  1. Contact our customer service team within 30 days
  2. Provide detailed documentation of your claim
  3. We will review your case within 10 business days
  4. If unresolved, we may offer mediation or arbitration

9. Contact Information

For refund requests, cancellations, or questions about this policy:

Email: [email protected]
Phone: +91 7306068897, +91 9745123799
Address: 1/16, Pallickal H, Block 4, Matoor Road, Matoor, Kalady, Ernakulam, Kerala - 683574
Hours: Monday-Friday, 9AM-6PM EST

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